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Agent Frequently Asked Questions


How to log into, and out of, CoreINTERACT

The purpose of this section is to inform a new user how to log into CoreInteract. Please follow the below steps. If there are any additional questions, please contact Customer Support by emailing coreinteractsupport@bluepandauc.com.

Logging In

  1. Navigate to https://preview.coreinteract.com in either Google Chrome or Mozilla Firefox. Other browsers are NOT supported at this time.

  2. Sign into the tool by using the email address and password that has been supplied, then either press the “Enter” key or click on the “Sign In” button.


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Please be aware the first time you sign into the system each day can take up to 1 minute. This is expected and completely normal.

Logging Out

There is only one (1) way to correctly and completely log out of CoreInteract.

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  1. Once the agent has completed their work for the day, the agent must logout by clicking the logout icon in the upper right-hand corner, next to the agent name and availability. If the agent does not log out this way, it has the ability to cause issues upon the next log in attempt by the agent.

  1. When done correctly, this will take the agent back to the Login page. At this time, it is safe for the Agent to close the browser.


General Use for a Basic User

The purpose of this section is to give the basic CoreInteract user a guideline of how to navigate through the system. All the information provided is assuming you have already logged into the system.

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  1. How to get back to the Feed There are 2 ways to get back to the feed.

    1. Click on the Home button within the Menu

Click on the coreINTERACT logo at the top of the page next to the menu.

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How to expand the menu

  1. The menu can be expanded by pressing the Blue button above the menu with the 3 white lines.

        1. Before expanding:

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  1. After Expanding

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How to Change the Status of a User

The purpose of this section is to inform a new user how to change the status of said user, to other available statuses. This section has a direct impact to the user’s ability to make and receive interactions.

  1. Once logged into the system the user must change the status to “Available” to take interactions.

  2. Locate and click on the User Name (Or the arrow next to the user name) in the upper right-hand corner to display the options.

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Select the desired option by clicking on that option. Below is a short description of each option. The GREY options indicate the agent will not receive any interactions. The RED options mean the agent is busy and will not receive any interactions. The GREEN selections below indicate the agent is ready to receive interactions. The YELLOW is intended to be able to track breaks and lunches; the agent will not be receiving interactions. The colors shown coordinate directly with the color coding used within the tool.

  1. Offline: This option is to show that the agent is offline and completely unavailable. The Agent will not receive any interactions while on this selection

  2. Available: This will mark the Agent as available. Using this option is the only option to have the Agent available for any interaction.

  3. Busy: This will remove the Agent from having the ability to receive any interactions. This is used when the agent is busy doing other items that are not handled within the tool.

  4. Wrapping Up: This option is used when an Agent is wrapping up an interaction. This selection is automatically selected when the agent has ended an interaction, and until they save the notes. Upon saving the notes, the agent will become available.

  5. Talking: This option is automatically selected when the agent accepts an incoming audio interaction, or initiates an outgoing audio interaction.

  6. Chatting: This option is automatically selected when an agent has accepted an inbound text based interaction, or initiated an outbound text based interaction.

  7. OnBreak: This option is manually selected when an agent goes on an approved break.

  8. Lunch: This option is selected when an agent is on an approved lunch break.


How to Update or Change a User Password

The purpose of this section is to inform a user how to update or change a password to a user account they currently have access to.

  1. Navigate to https://preview.coreinteract.com in either Google Chrome or Mozilla Firefox. Other browsers are NOT supported at this time.

  2. Enter the Agent email address in the “Email Address” box, and click on “Forgot your Password?”

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Re-enter the valid email address of the user changing or updating the password, then click on “Send Verification Code”

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Log into the email address supplied and enter the verification code that was sent to that email address, into the “Verification Code” selection box. Click on “Verify Code”. Please note, the email address the code was sent to, will automatically be added as the email address in this step.

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Once the code is selected, it will return the user to the screen below. DO NOT select “Send verification code” as this will send an additional code. Select “Continue” to move forward.

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Follow the guidelines for the password and confirm the password and click on “Continue”

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Once completed, the agent will be brought back to the login screen. Follow the login process as described here.


How to Accept an Incoming Audio Interaction

The purpose of this section is to inform a user how to answer a new incoming audio interaction.

  1. When being offered a new Audio Interaction, the agent will be supplied by an audio ring tone by the selected device on the agents’ computer, and by a popup within the CoreInteract window. By clicking on the green and white phone icon, they will accept the interaction.

  2. Once within the interaction, the agent can navigate through the interaction by using the options found here.


Audio Interactions Options

This section is to inform the user about the different options that will be available within CoreInteract audio interactions.

When within an Audio interaction, the caller will have the below banner.

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  1. Hang-up Call:  This selection will terminate the Audio interaction

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2. Transfer Call:  This selection is used when the Audio interaction needs to be transferred to another agent. To initiate this, click on the “Transfer Call” button. Select the user you want to transfer the interaction to, and click on the “Transfer call” button.

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  1. Record Call:  This option will be used based upon your company standards. This will record the interaction.

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2. Mute Call:  This option will mute the Agent so the caller cannot hear what they are saying. The agent will still be able to hear the caller.

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3. Hold Call:  This option is used when that Agent needs to put a caller on hold. This will start music the caller can hear, and no party involved can hear the other.

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4. Add User:  This option s used when the Agent wants to add another user to the interaction. This can be used to add a supervisor or an additional agent to assist.

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After all Interactions the agent must finish the interaction by selecting Finish when the notes box pops up. This is the only way to completely end an interaction, to be able to receive new interactions.

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How to Make an Outbound Audio Interaction

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The purpose of this section is to inform a user how to successfully make an outbound interaction.

  1. Locate the blue circle with the white plus (+) sign in the upper right-hand corner of the tool below the Agent name, and click on the symbol.

Enter the desired number to be called, area code followed by the 7-digit phone number (No country code), and click on the green and white phone icon


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The active call box will appear, and be treated as an Audio interaction from this point. For In-Call Actions, and a description of the buttons found within an audio interaction, please navigate here.

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After all Interactions the agent must finish the interaction by selecting Finish when the notes box pops up. This is the only way to completely end an interaction, to be able to receive new interactions.

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How to Listen to a Recording of a Previous Audio Interaction

The purpose of this section is to inform a user how to successfully listen to a recording of an Outbound Audio Interaction.

  1. Navigate through the feed to find the Audio Interaction the agent wants to listen to and press the “Play” button. The Audio will play through the selected audio device on the agents’ computer.

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How to Chat with Agents Within the System

The purpose of this section is to inform a user how to successfully chat with other CoreInteract users with the system.

  1. From the “Agent Status Widget, select the user the Agent would like to start a new IM conversation with.

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Once the desired agent is selected, a new conversation box will appear in the lower right hand corner of the screen. Type in the desired message in the “Send Message…” box and press enter or click “Send”.

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How to Make or Read a Comment on a Previous Interaction

The purpose of this section is to inform a user how to make or read a comment on a previous interaction.

  1. Navigate through the feed until the desired interaction is found and click on “View Comments”.

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The agent then can read through any existing comments, or create new comments on the desired interaction.

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Voicemail Actions

The purpose of this section is to inform the agent how to handle voicemails as they come into the system.

  1. Locate the widget on the right-hand side of the screen in the widget bar.

  2. There are 4 different icons in the Voicemail section

    1. New Voicemail: This icon means that a voicemail has not been listened to or opened.

 
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  1. Listened to/opened: This icon means that the voicemail has been listened to.

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2. Claimed/Assigned Voicemail: This icon means the voicemail has been claimed by, or assigned to an agent

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3. Closed Voicemail: This icon means the agent responsible for the voicemail has closed the interaction.

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To listen to a voicemail, click on the voicemail that needs attention and a popup will appear. The agent can listen to the voicemail by clicking on the play button. Then claim or assign the voicemail by hitting the corresponding button.

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Once the agent has claimed the voicemail it will appear in the feed. If the agent assigns the VM it will appear in the agents feed that it got assigned to. From there the Agent can callback the customer by clicking the Callback number. If the agent has spoken with the customer and wishes to close the VM the agent can click on the Close button and the VM will be marked as closed.

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Troubleshooting Actions/FAQ

  1. My Screen is stuck on a grey screen and a spinning circle with the CI UI behind it. Try these steps, one at a time, until one of them works.

    1. Hit the Refresh button on the browser

    2. Log out, clear cache (Browser history, cookies, passwords), and log back in

    3. Open an Incognito tab, from the browser, and try to login

    4. Email coreinteractsupport@bluepandauc.com with details